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Find it support issues

PROBLEM: No hits, or a failed search (error message) for a database. This may occur for a number of reasons:

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SOLUTION: Make sure user is using a current URL for access. The following URLs should send the user through CUL's CheckIP script that will allow them direct access from on campus and will give them a CU Web Login if they are off campus.:

• http://wfsearchfindit.webfeat.org/clients/cornellu/wf3_cornellu.asp^{Image Removed}library.cornell.edu
• http://resolver.library.cornell.edu/net/fa^{Image Removed}
• http://resolver.library.cornell.edu/net/fd^{Image Removed}
• http://resolver.library.cornell.edu/net/fi^{Image Removed}
• http://wfsearch.webfeat.org/clients/cornellu/wf3_cornellu.asp

This should function just like any other licensed networked resource. If the regular channels for dealing with networked resource access fail, contact WebFeat support.

WebFeat contact information

Our two main WebFeat contacts are Kelli Smith and Rick Barr. Any CUL staff may contact them to report problems.

Contacting WebFeat by email:

Please e-mail Kelly and copy Rick on all technical support issues.

Kelli Smith: ksmith@webfeat.org
Rick Barr: rbarr@webfeat.org

Karen Farley is a manager who usually serves as Kelli's backup when Kelli is away (kfarley@webfeat.org). Kelli will notify us if she'll be away, but we're trying to work out a better system for communication so we do not have to rely on correspondence between individuals. If you're not getting a response by email and are concerned, please try contacting WebFeat by telephone.

Contacting WebFeat by telephone:

Feel free to contact WebFeat by telephone for emergencies. Here is a list of items that WebFeat considers to be emergencies:

• WebFeat is completely down
• Performance is really slow, there are issues with timing out, etc.
• User Authentication broken
• All databases for one vendor broken
• Library catalog broken - webfeat prioritizes catalogs over all other databases

Emergenices aren't necessarily limited to the above list, and determining what constitutes an emergency is basically up to us. Do not hesitate to contact WebFeat by telephone if you think the issue requires a quick resolution.